Freshdesk
Freshworks Inc.External reviews
3,442 reviews
from
and
External reviews are not included in the AWS star rating for the product.
One of the most complete tools on the market
What do you like best about the product?
The ease of configuring and supporting the tool. As well as the variety of options and scenarios that the tool covers. It is possible to implement it in companies from different segments.
What do you dislike about the product?
The limitation to receive and apply information via API in Freshdesk. In addition to some limitations on field customizations.
What problems is the product solving and how is that benefiting you?
Automating flows that were previously performed manually.
Quick and easy to use
What do you like best about the product?
Email automations, ability to add multiple emails and link it to specific support group, SLA notifications.
What do you dislike about the product?
Not easy to switch a conversation as a ticket/chat like other competitor such as Zendesk offers.
What problems is the product solving and how is that benefiting you?
It helps us manage our customer support service for our 50+ apps
Easy UI
What do you like best about the product?
It's easy to use and navigate, I like the reporting feature
What do you dislike about the product?
Limitations on the customizations, such as canned responses by groups
What problems is the product solving and how is that benefiting you?
Track agents' performance, evaluate volume and CSAT
Best product in the market
What do you like best about the product?
Ease to use, ease of implementation, customer support
What do you dislike about the product?
Nothing about the product itself to be honest
What problems is the product solving and how is that benefiting you?
resolution time, operational efficiency , cheap at scale
Very easy to implement.
What do you like best about the product?
Freshdesk's intigration into our website was very easy. The scalability is also a big plus, allowing us to utilize more tools as we grow.
What do you dislike about the product?
The downside to Freshdesk is the troubleshooting. For easy questions, it's not a problem, but when you get to a more indepth issues, it can be daunting to find a solution.
What problems is the product solving and how is that benefiting you?
The biggest issues Freshdesk has helped solve is bringing our different support groups into one area. This allows for us to easily pass tickets or chats from one person/group to another. The perk of a shared inbox is big as well. This ensures we are not duplicating tasks.
Freshwork is very handy. Everything together. Well organized.
What do you like best about the product?
Working in Freshdesk is time-saving, since everything is together. Very easy to use.
What do you dislike about the product?
I don't use everything yet, because it's not necessary yet. I use what I need and that works fine.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps all administration together, through the many functions. That saves me time and frustration.
Freshdesk
What do you like best about the product?
Flexible analytical capabilities, all (or almost all) communication with the client in one space, easy to set up a bot
What do you dislike about the product?
Incompetent Freshchat/Freshdesk support, which is not responsible for its inappropriate recommendations
Long time to fix bugs, ineffective bug fixes that do not fix anything
Lack of public roadmap
Lack of cross-brand support (limited number of contact fields)
Long time to fix bugs, ineffective bug fixes that do not fix anything
Lack of public roadmap
Lack of cross-brand support (limited number of contact fields)
What problems is the product solving and how is that benefiting you?
Most operations teams/managers use the same environment to resolve customer requests
Flexible analytics that enable DDD development
Flexible analytics that enable DDD development
Has tons of functionalities and it the price is reasonable
What do you like best about the product?
It has all the features we need and offers great APIs. The support team is great and the price is reasonable.
What do you dislike about the product?
Some features are not well integrated between the Freshwork ecosystem
What problems is the product solving and how is that benefiting you?
Is centralizing all the custsomer communications in my company. Its also used as internal tool to coordinate internal tickets.
Decrease agent workload by about 40%
What do you like best about the product?
Easy to collaborate between the team to help resolve client concerns. Task ownership is also easily monitored and reports about agent performance is readily available in 1 click.
What do you dislike about the product?
All the functionalities that I need to do my tasks are here so I have no complaints.
What problems is the product solving and how is that benefiting you?
Ease of team collaboration to assist our clients. Agent metrics are easily trackable. Issue tracking and reporting is easily done on this platform.
Freshdesk experience
What do you like best about the product?
Easy to use and compatible to work with different features available for customer support.
What do you dislike about the product?
Nothing as much. More enhancement and features may be in future.
What problems is the product solving and how is that benefiting you?
Taking Care of more number of customers with canned responses and ease of implementation with time bound feature.
showing 191 - 200